You need to make sure that whatever is on the label is in the tin”. The contestant looked good but did not deliver. A rather catchy metaphor. It got me thinking that that is the root of all Customer Satisfaction (and Dissatisfaction). Everything seems to revolve around expectations. When the Customer gets what they expected, they are happy. Your best referrals come from your most satisfied Customers. What is “on the label” is what they expect. What is “in the tin” is what you the Salesperson delivers.
Here is your ACTION STEP…let’s just do a quick review of what is “in the tin” for the Customer. What do they expect?…
1. A professional appearance
3. A clear plan
4. Top-notch communication
5. Being your word
6. Timely follow-up
7. Honesty, integrity, meet their needs
No surprises here. Everyone knows that this is the list. When everything goes smoothly, everyone is happy. The Sale is made and the referrals pour in. However, sometimes the Customer feels that “What was on the label was NOT in the tin“. Alternatively, sometimes the Salesperson feels that “they had unrealistic expectations“. Where is the breakdown? Usually it is a result of that mishandling of Step #4…a lack of Top-Notch Communication. In all of your Sales transactions make sure of the following two things: first, set the expectations up front AND second, get their feedback by frequently reviewing their level of satisfaction during the Sales Cycle. Be a great communicator and small issues will always remain just that… small issues. NO Excuses.